A Canadian telecommunications company, Telus is a major consumer of telephony and Internet services. As a result, its customer service department receives many requests for assistance each day. The company offers a variety of ways for customers to reach support, including live chat.
The Telus customer service website allows users to navigate the company’s services and find answers to common questions. Customers can also use the site to request new services and submit billing inquiries. If an agent is unavailable to answer a question, the site will redirect customers to another option.
For more complex issues, Telus offers a dedicated phone line to handle complex troubleshooting and customer support. Customers can also access this support via its online community forums, which are monitored by trained staff. In addition, customers can submit an online form to have their issue sent directly to a representative.
To ensure that customers’ expectations are managed, companies should post their live chat operating hours clearly and provide information about other customer support options that are available around the clock. In addition, if customers are forced to wait for an agent, it’s important to make sure the waiting experience is as short as possible. A study by Statista found that average chat wait times vary across industries, ranging from 27 seconds (consumer products and services) to 56 seconds (banking and finance) and 60 seconds (technology).
Once a customer connects with an agent, the conversation should be engaging and productive. It is important that agents convey a positive and energetic attitude, and that they are knowledgeable about the company’s services. They should be able to answer questions accurately, and they should make every effort to resolve problems quickly. In addition, the chat should reflect the brand’s identity and conform to the company’s tone of voice and style guide. Based on research by Web development and hosting company Website Planet, grammatical errors, and typos create negative associations with brands, so training agents in grammar and spelling is vital.
